What Happened
A player says two deposits of about ₹5,000 each, ₹9,998.86 in all, went through on their side but never appeared in their Roobet balance. They sent screenshots of the successful payments and asked for the money to be credited, or for a clear reason why it wasn't.
How It Developed
- Complaint opened with screenshots of the payments.
- The casino said its payments team and its payment provider had checked again and the money never arrived. It told the player to ask their bank to trace it.
- The player said a reply from their bank showed the payment company had received the money.
- The mediator concluded the payment had not got as far as the casino's payment provider, which left the casino nothing to trace or recover. It closed the case and pointed the player to their bank, a regulator or an outside dispute service (ADR).
Rejected
The case was marked resolved, but the mediator found the ₹9,998.86 never reached the casino's payment provider. Nothing was credited.
What Has (and Hasn't) Helped
Screenshots of a successful payment were not enough: the mediator accepted the casino's check that the money never reached its payment provider. Ask your bank for a formal trace that names the account that received the money, and send that instead.